UNIQA: Insurance Policy Changes in Two Minutes Across the Czech Republic and Slovakia

Automating and Unifying Insurance Policy Servicing Across Two Countries

UNIQA operates in both the Czech Republic and Slovakia, serves millions of customers, and has long maintained a strong market position. To remain competitive, however, it needed to significantly accelerate and standardize the management of insurance policies across products, from life insurance to motor and property insurance.

The project was also impacted by regulatory requirements. New legislation mandated that changes in motor insurance be recorded online in real time, within minutes. As a result, the Service Hub project had to demonstrate rapid adaptability to shifting business and legislative priorities.

A Digital Platform for Automated Insurance Policy Management

The Service Hub project began in spring 2024 as a nine-month, fixed-price engagement aimed at simplifying and digitalizing life insurance servicing processes. During the first three months, a nine-member Adastra team successfully delivered and validated a proof of concept and prepared the solution for production deployment in life insurance.

However, shifting client and regulatory priorities redirected the team’s focus to motor insurance. The need to process changes online in real time prompted a complete project replanning and a rapid pivot to digitizing motor insurance changes. By October 1, 2024, the new functionality was live, enabling customers to update key motor insurance details online, including the automatic generation of a new green card. From submission to document delivery, the entire process now takes less than two minutes.

After successfully addressing the legislative change, collaboration with UNIQA’s internal team transitioned into an agile delivery model. UNIQA defines current priorities, while the Adastra team implements them in development sprints. Service Hub is continuously extended to cover additional insurance products and more complex approval workflows, as well as supplementary data handling in back-office processing. The solution runs for both Czech and Slovak UNIQA entities, with full respect for legislative differences and language localization. Service Hub integrates approximately 25 systems and was designed from the outset to enable a smooth transition to a fully cloud-based Azure infrastructure.

15,000 Requests Per Month. Changes Completed in Under Two Minutes, With Room for Further Growth

Today, Service Hub processes approximately 15,000 requests per month across two countries. Key customer requests (such as license plate changes) are completed within two minutes of submission. The platform has significantly increased the share of fully automated operations: currently, 10 out of 19 customer request types are handled without operator intervention.

The project delivered the following benefits for UNIQA:

• reduced internal workload and fewer errors through automation
• rapid response to legislative changes
• unified digital processes across communication channels and product lines
• readiness for further real-time service and feature expansion (long-term backlog)
• one shared team serving two countries with shared know-how and high solution reusability
• robust IT integration with both core and supporting insurance systems

Service Hub also ensures full auditability and security in line with GDPR and local regulations. Importantly, what began as a short-term project will continue in 2026 following a successful first phase. Service Hub is being extended to additional policy types, moving toward a fully cloud-based infrastructure, while Adastra and UNIQA are already piloting further innovations in digital insurance servicing. Through this platform, UNIQA aims to achieve maximum automation of insurance policy change processing across life, property, and motor insurance.